[Hiring] Bilingual Customer Support (Vietnamese/English) @ModSquad

Role Description

Are you passionate about music and fluent in both Vietnamese and English? ModSquad is excited to partner with a leading global music streaming platform, and we're on the lookout for friendly, tech-savvy Customer Service Representatives to join our all-remote team!

As a member of this team, you will be the first point of contact for customers, helping them navigate the platform, troubleshoot technical issues, and ensuring they have the best possible listening experience. Specifically, you will be responsible for:

• Responding to customer inquiries via inbound messages in both Vietnamese and English.

Important note: All qualified applicants will have to complete language assessments in Vietnamese and English.

Orientation Hours (Pacific Time):

• 40 hours per week are required for the 8-week orientation period.
• Orientation phase 1: 4 weeks, 4 AM - 1 PM
• Orientation phase 2: 4 weeks, self-scheduled between the hours of 6 AM - 7 PM

Available Production Hours (Pacific Time):

• Daily, 6 AM - 7 PM

Project Commitments:

• 25 hours per week
• 12 hours are required on Saturday and/or Sunday
• 180 days (as needed by ModSquad)

Need help figuring out the time difference? Check out World Time Buddy! Just set Sacramento, California as your starting point, then add your location to easily convert Orientation, Nesting, and Production hours to your local time.

Qualifications

• Passionate about creating personalized, memorable experiences for every customer.
• Experience providing support through inbound messaging.
• Ability to handle 3-5 simultaneous chats in previous roles.
• Fluent in Vietnamese and English, with professional-level communication skills in both.

Requirements

• A dedicated laptop or desktop computer running Windows 11 or macOS Sequioa/Tahoe.
• Willingness to install ModSquad security software and a 2FA app on your mobile device.
• Access to a webcam or a smartphone capable of capturing clear photos.
• A stable broadband internet connection with a minimum speed of 25 Mbps.
• At least 8 GB of RAM (more is always better!).
• Dual monitors are strongly recommended for optimal workflow and multitasking.
• Please note: A Chromebook is not sufficient for ModSquad projects.

Company Description

ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.

ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.